In one of the recent articles dedicated to CRM and its customization, we focused on the importance for every company of customization to stand out in the market, particularly highlighting the benefits of choosing a personalized CRM. Today, we continue discussing these advantages, but in a more focused manner, emphasizing why each aspect is an essential piece for business growth. Specifically, we will concentrate on how user experience improves with the use of a personalized CRM.
Customer experience and personalized CRM: improved user experience.
One of the advantages of a personalized CRM that we will analyze today is certainly its ability to empathize with customers and their needs. Because it’s not enough to choose a one-size-fits-all approach, it’s essential to understand their desires deeply, to the point of drastically reducing the potential for misjudging customers. Empathy is only possible when you can truly put yourself in their business’s shoes, when nothing is taken for granted but everything is susceptible to change and growth. However, keeping up with the customer and speaking their language is never easy. The CRM is the tool that inherently has the ability to step into the shoes of each individual business, offering a unique customer service that ensures the establishment of a trust-based relationship between the customer and the company, one that doesn’t fear competitors.
This is because all requests would converge into a single management channel that will aim to analyze:
- Unresolved requests;
- Origin of the requests;
- Request fulfillment time per operator;
- Automatic response sending that takes into account the request’s timing.
Moreover, studying the consumer and the places they frequent (e.g., social platforms, etc.) will undoubtedly lead to targeted communication with minimal margin for error. Last but not least, what makes the CRM software revolutionary is its ease of use, as it is designed to be understood and used by the clients themselves with striking speed, thanks to training that optimizes time, offering a really low time to market, enabling the company to establish itself in the market before its competitors.
Customer experience and personalized CRM: the customer at the center
The customer is always right, the customer is at the center of every company that aims to grow gradually but consistently. How many times have we heard these phrases? Customer Centric are the two magic words, the ones that every company must emphasize today in order to define themselves as “on point.” Well, the ability of companies to respond to their customers’ needs is directly linked to profitability. This means that an increase in customer satisfaction creates the foundation for customer retention, reducing marketing campaign costs and transforming interactions with them into a significant source of profit.
Monitoring the level of customer satisfaction will allow you to tailor communication based on their needs. How? The steps to study the customer and their desires start from:
- Identification: the customer’s behavior is certainly a good compass to be able to identify them.
- Segmentation: responding precisely to each customer group enhances the most profitable target in terms of revenue.
- Interaction: communication allows both parties to get to know each other, finding the best language to understand and “get along” at all times.
- Personalization: by doing so, the CRM will also become more personalized as it will be able to anticipate needs thanks to the large amount of collected information.
- Relationship: being able to know the customer and then constantly nurture the relationship is the key to a change that doesn’t fear setbacks.
The customer-centric culture is therefore the foundation for continuous and sustainable business advancement. However, creating a smooth and consistent customer experience, while being a basic requirement, still faces some resistance in companies today, as it is mistakenly seen as an expensive activity. While it is true that it requires innovation in processes, which must become consistent and coordinated, as well as the adoption of cutting-edge technologies, understanding which technologies to invest in can make the difference between success and failure of an initiative. This is where CRM represents the certainty for the relaunch of a business strategy in a world of innovation that does not like to waste time but instead chooses wisely how to leverage it.
To conclude
The true culture of change begins with placing at the center, first and foremost, the people who work within the company, considered the true nerve center of the business, alongside the customers.
Only in this way will it be possible to embrace a culture where the customer becomes the compass of the business within the company. Feeling like an integral part of a company ensures that employees can be increasingly happy to live in a healthy environment, creating satisfied customers in turn. And so, customers and employees walk side by side in a synergistic relationship that needs to be constantly nurtured. In this, the personalized CRM helps improve the user experience to the point of achieving customer success. At Aeonvis, we support all those businesses that choose to embark on the path of digital transformation every day. And we do so with passion, dedication, and with the tool that best fulfills its assigned task: the CRM and its ability to be customized through a tailored approach that leads companies to become true customer-centric organizations.
